I had a relatively simple question about my Xbox Live account, earlier today, but the answer just wasn’t clear to me. So I hopped on the online and asked the support rep. I had an answer within minutes and was on to the next thing. Mark was a big help. But it got me thinking… I’ve contact Microsoft’s support team a few times in the last few years, and every time they’ve been a huge help. All too often when I call one company or another for support, they find a scape goat. “It must be your internet connection,” they’ll say, or “have you replaced the batteries?” I’ve been asked. Whether it’s for a few hundred dollars in a game console, or thousands of dollars on an enterprise server, I have to work with tech support all the time, and the Xbox Support team continues to deliver the best experience.
After my online chat with Mark, I was asked to complete an online survey. This is fairly standard among support, and as someone who has spent a few years behind the help desk, I always complete these surveys so that hopefully the powers that be will give folks like Mark a pat on the back and maybe an extra fifty cents an hour, some day! What I said in my survey response got my gears turning. I’ll post my full response below, but first, let’s see what we can learn about the support experience.
First thing, Microsoft offers options. As seen in the screenshot above, you can start a web chat, you can have Microsoft call you, or you can call them. Microsoft is clearly well staffed, as you can see with all of the options there is very little waiting. Beyond those excellent options, Microsoft also offers the Twitter support crew, The Elite Tweet Fleet, @XboxSupport, and the community driven Xbox Ambassadors program. I am an enlisted part of the Ambassador program, but right after it started to take form in the direction I had always hoped it would, that was when my life got the most busy, and I very rarely participate as much as I wish I could. I ought to correct that. But I digress.
I’ve worked with phone support to correct a Games for Windows Live issue. I’ve had to send in an early console for “Red Ring of Death” repair. I’ve had to call to correct some issues with changing my Microsoft Account D associated with my Gamertag. But every single time I’m connected to people who have helped me. Outside of the Ambassador program, I’m still the person all of my friends turn to when they have questions or problems that need some troubleshooting, but if it’s something bigger or something I don’t have time for, I always recommend to contact Microsoft’s official support teams.
And there it is. The magic moment when the light bulb goes off in your head. My whole life, as “the computer guy” I have told people, begrudgingly, “I’ll figure it out for you.” Even if I had to be the one to call technical support. Because I “speak the language” of technology. Because I’ve gotten used to thick foreign accents and don’t mind them (I know those guys are trying their best to help me). Because I can spot a tech who knows their product, versus someone reading from a script. I’ve always taken the helm. But when it comes to Microsoft’s Xbox Support team, I genuinely expect that if any of my friends reach out to them, their issue is going to be resolved, and they’re going to have a pleasant experience. But maybe I’m biased.
Keep it up, Xbox. You set the standard for customer service. I hope others learn from your example.
This is what I wrote in response to the Xbox.com support survey:
Xbox Support continues to be an example of “how to do it right.” Whether it’s chat support, the Ambassador program, the Elite Tweet Fleet, or phone support – the support teams are knowledgeable, efficient, quick, and effective. On the rare occasion I have a question for the Xbox Support team, I do not hesitate to contact them (unlike calling many other support lines, which I DREAD having to wait on hold, or chatting with people who don’t have answers). Thanks to Microsoft for their investment in the Support experience and the Xbox group for really making it look easy.